Application Support Analyst

Requirement Description: *NOTE: THIS IS A SUPPORT ROLE - NOT A SOFTWARE DEVELOPMENT ROLE*

The candidate will support The Ohio Department of Commerce’s custom and 3rd-party software applications. The ideal candidate will provide advanced support and troubleshooting for a variety of 3rd-party and custom built software applications across multiple technologies.

This position will function as a highly technical application support individual with specific responsibilities that include:

• Monitoring workload for and triaging tickets appropriately to members of multiple teams.
• Assisting in investigating and resolving tickets assigned to team members.
• Identifying common support incidents quickly and implementing permanent resolutions effectively.
• Identifying opportunities for automating fixes to eliminate recurring support need.
• Identifying supplemental tools to eliminate support need and assist end-users in their work.
• Leading support projects from inception to completion either as an individual contributor or as part of a team.
• Managing relationships and support tickets with 3rd-party application vendors.
• Communicating effectively with users in both IT and the business.
• Asking questions effectively to obtain information quickly and efficiently in the resolution of support incidents.

Responsibilities: *NOTE: THIS IS A SUPPORT ROLE - NOT A SOFTWARE DEVELOPMENT ROLE*

• Supporting various custom and 3rd-party applications.
• Resolving support incidents through automation or permanent fixes.
• Creating and/or configuring resolutions appropriately.
• Investigating incidents thoroughly to find correct resolutions.
• Communicating with both IT and business users to gather necessary information on incidents and potential resolutions.
• Leading any resolution projects from inception to completion.
• Helping current staff to automate or permanently resolve their support incidents.
• Documenting all troubleshooting steps taken on resolutions so the steps can be repeated in the future.
• Designing and maintaining ticket reports.
• Mentoring of current team members on techniques and tools.
• Managing and submitting support requests to 3rd-party application vendors.
• Acting as liaison between the business and 3rd-party application vendors.
• Designing and maintaining a 3rd-party application release calendar.
• Leading the upgrading of 3rd-party applications as necessary.

Mandatory Requirements/Time

• Bachelor’s degree in computer science or equivalent technical study/work experience.
• 5 or more years experience supporting custom applications.
• 5 or more years experience supporting and updating 3rd-party applications.

Desired Skills

• Experience writing and executing SQL.
• Experience coding in scripting languages.
• Experience QA testing applications.
• Experience leading a team of support personnel.

Job Type: Contract

Pay: $40.00 - $55.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Columbus, OH 43215: Reliably commute or planning to relocate before starting work (Required)

Experience:

• SQL: 3 years (Preferred)
• Application support: 5 years (Required)

Work Location: One location